I didn’t get to work a lot this semester as I was preoccupied with my studies for the first half of the semester, for which I am grateful to my coworkers that helped cover my shifts! However, over the second half of the the semester, i have been working more frequently and had more opportunities to interact with clients and co-workers! One fun experience this semester was training. I haven’t had the opportunity to be shadowed in the past and found this a great way to get to know new employees as well as a refresher for me! I made sure to go over basic policies and things as well as more in depth technical things that we may have to help with.

Again, the most stand out moments at the job that I think qualify as Above and Beyond moments were mainly client interactions. I have had two or three client interactions this semester which I feel I handled really well. The first was the client who approached me very angrily after having had to wait while I created an account for another client. She complained about waiting forever and let out her frustration through her aggressive demeanor. However, I maintained my cool, talked to her as best I could and tried to find a solution for her to the best of my ability. She was experiencing a problem with her wireless network and  we troubleshooted in all the possible ways, including manual set up and then called ITS, who still were not able to resolve her problem. I can understand her frustration so I tried my best to engage in conversation, find something o connect on, and let her know that we would try to resolve her problem as soon as we could. I am glad to say that despite the unfortunate circumstance, she was not longer angry when she left.

Additionally, i like to increase customer service by ensuring that clients leave her with some kind of information or help. if we can not provide a service or facility, then look up information on places that can help them and provide them with these options. I think this can go a long way in increasing customer satisfaction. I would have also liked to take on additional work this semester, but since I worked such few hours, I did not get much of an opportunity to do more than the job itself and complete the challenges.